Senior Service Desk Technician; Boston, MA-Hybrid

Responsibilities

ITSM Operations:
Incident management, service requests, SLAs, categorization, prioritization, escalation, knowledge articles, documentation quality.

At Edelman Financial Engines (EFE), our purpose is to guide people with the financial advice they need to thrive. We believe that every dollar saved represents a lifetime of hard work and aspirations, and every dollar invested has a job to do for our clients. That’s why we are committed to managing our clients’ investments by truly understanding them as people first and then delivering advice, strategies and solutions to help them feel confident about the plans they are making, whether for today, tomorrow, or in the great unknown future.

Our goal is to build long-term relationships based on respect, integrity, and a belief that our responsibility is to help people make smart investments decisions in every stage of their lives.

Our culture is grounded in our CORE values:
Client First, One Team, Respectful Candor, and Endless Curiosity. These values guide everything we do, for our clients and each other. We are committed to moving forward together. If you are inspired by purpose-driven work and a collaborative, values-led culture, we invite you to explore a career with us.

As a Senior Service Desk Technician on the IT Service Desk team, you’ll play a pivotal role by providing end user support for all EFE staff. This includes interfacing with end users at all levels as well as other cross functional IT teams. The Service Desk Technician is the initial point of contact for IT support and is responsible for gathering and analyzing information regarding the end user’s request or issue, troubleshooting, resolving or escalating as needed and handling the ticket through resolution.

In addition to an earnest desire to help people, we are looking for the ideal candidate to complement the team’s existing talents. For this Service Desk Technician role, we are seeking a candidate with proven technical troubleshooting experience to help deliver a reliable, consistent end‑user support experience. If you are a strong customer focused communicator and detail driven this may be an opportunity for you!

ITSM Operations:
Incident management, service requests, SLAs, categorization, prioritization, escalation, knowledge articles, documentation quality.

• Manage service desk tickets using ITSM tools, ensuring accurate categorization, prioritization, troubleshooting notes, resolution details, asset linkage, and knowledge article references.
• Maintain accurate asset management and CMDB data for assigned devices, peripherals, users, locations, configuration items, lifecycle status, and support history.
• Act as an escalation point for Tier 1 and Tier 2 support issues, ensuring timely resolution of complex incidents and service requests while maintaining SLA alignment, which will entail supporting Tier 1 and Tier 2 call queues as needed.
• Use Microsoft Excel to analyze ticket queues, SLA performance, asset data, inventory exceptions, and operational trends; create clean summaries, pivot tables, filters, formulas, and export‑ready reports as needed.
• Create and maintain high‑quality knowledge base articles, runbooks, troubleshooting guides, and process documentation that enable repeatable support and reduce escalations.
• Mentor junior technicians, model customer‑focused communication, and coach the team on troubleshooting standards, documentation quality, process consistency, and automation adoption.

• Use AI‑enabled support practices, knowledge search, prompt‑based troubleshooting, and automation opportunities to…